Colin Shaw

Zappos loses $1.6 million due to pricing mistake, honors all sales

Author: Colin Shaw Pricing errors online are usually honored by companies, but everyone was suprised to see 6pm honor this pricing error. 6pm.com, a Zappos sister site, made a grave error on Friday night – they capped at a maximum price of $49.95 for all…

On hold for a Customer Service Representative? That’s so 2009

"Never wait on hold again" That's the promise of LucyPhone.com. The startup offers you a service that turns the tables on customer service representatives, and puts them on hold. CNN estimates that we each spend 60 minutes a year on hold with customer service. Once...

Designing your customer experience to evoke nostalgia

A recent study has found that customers prefer nostalgic products when they are feeling left out, or are missing a feeling of belonging. Science Daily reports on the study that "when participants were excluded (from the same ball game as in the previous experiments) they...

Using Social Media to compliment your traditional marketing and Customer Experience

Author: Colin Shaw Vanessa DiMauro over at The Social Customer recalls a conversation and blog post written by her colleague Jack Greene mulling over whether Social Media can exist alongside traditional forms of marketing. Questions raised from the debate included topics that covered: Staffing…

Paying for Promoted Tweets on Twitter create a customer experience

A month has passed since Twitter announced Promoted Tweets. The earth is still spinning. Since the announcement there has been few earthquakes in the Twitter community, or within the online marketing ecosystem. The new ad platform offers brands a chance to appear within users search...

Telling stories through your customer experience

Every touchpoint of your organisation, service and brand is an opportunity to tell a story. The story you choose to tell your customers is just as important as your customer experience – in fact, the two often come hand in hand. Seth Godin gives a...

Recommendations, Trust and Net Promoter Scores

Recommendations. You can build a customer experience around them. Whether it's a book review on Amazon, a local food blogger reporting on your restaurant, or someone angrily tweeting about the service you just completed on their car – recommendations are now ...

Listening to your customers: Ford uses social media to become a “Car Utility Company”

Scott Monty, Head of Social Media at Ford, was interviewed at Ford HQ on the influence of social media at Ford. Lee Odden questioned Monty on how Ford has embraced “social”, one of his key quotes for me was how they have listened to...

Convincing your abstract thinking customers by giving them mixed emotions

Abstract thinkers may take a bit more convincing than the average consumer, however there is a workaround. A new study publish in the Journal for Consumer Research reports that abstract thinkers are more likely to respond to adverts and communications that feature mixed emotions. Whilst...

A rather smelly Customer Experience

Greasy Fish & Chip shops, fresh pine needles or a plasticy manufactured pong. What does your customer experience smell like? Have you included any olfactory forethought when you were designing your customer experience? A recent study at Florida State University has shown "that the natural...

Wearable Brain Analyzer – measuring the cognitive customer experience

Hitachi are releasing a wearable device that measures brain activity. The wearable encephalometer (a device to monitor a brain) uses far-red light and is set to sell for just over $100,000. The mobility of the device could open up opportunities for consumer research, where...

Twitter can predict the future, can it predict your Customer Experience?

There has been much buzz around the internet about how Twitter buzz and sentiment can be used to predict Box Office takings. Now, researchers at Hewlett Packard have confirmed that: "…the rate at which messages were produced could be used to accurately predict the box...

Action and America: How our cousins across the pond use immediacy to improve Customer...

Having worked in the UK and US for some time I have grown to love the land of Uncle Sam and consider Americans as our close cousins. As Winston Churchill famously said "We are two nations separated by a common language." But I think...

The science of sharing a Customer Experience

Researchers at the University of Pennsylvania have studied the New York Times list of most-e-mailed articles, tracking more than 7,500 articles published online from August 2008 to February 2009. They analyzed the "virality" of the content, controlling for factors like the placement in the...

Reputation and the importance of Customer Service

As reputation falls, would you expect to also see Customer Experience fall? Jo Causon of the Institute of Customer Service has uploaded a short video of her commenting on Banks and the importance of Customer Service when reputation plummets. When investigating how the banks…

They’re wearing a tie – that must be the manager.

Everyone judges by appearance. No matter how much of a conscious effort we make to dissuade our initial reactions, how things look affects our perception of them. This ranges from how your product stands off the shelf to how your employees wear their hair. I'm...

Malcolm Gladwell on Social Media

Malcolm Gladwell, one of my favourite authors, has shared his thoughts on Social Media. The short interview is definitely worth a read. Overall Gladwell suggests that social media has been a positive for the internet and society in general, though he does have a...

Social Media running free

Social Media is currently running free. One of the issues with social media being a relatively new medium is that it lacks a defined purpose and real backing within organisations.  Unless organisations are willing to make a concerted effort to embrace, support and encourage...

The 4 Steps to Touchpoint Redesign

One of the key questions in Customer Experience is ‘how can we redesign our experience to create more value-add?’ Too often however this is treated as a negative question, being turned into: ‘what can we do to eliminate non-value adding costs’, hence the popularity...

Industry luminaries define the Customer Experience

What exactly is the Customer Experience? A lot of people are often confused about what the definition of a Customer Experience, and how this differs from previous terms. At Beyond Philosphy, we define the Customer Experience as: “A Customer Experience is an interaction between an...

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